Amer Sports Europe Services GmbH - Major Incident Manager - Mexico City

Hybrid, Mexico City

Amer Sports is looking for a Major Incident Manager to lead the response and resolution of high-priority IT incidents. If you thrive in a fast-paced environment, have strong problem-solving skills, and can efficiently coordinate across teams, this is the perfect opportunity for you!

In this role, you will act as the central point of contact during major incidents, ensuring minimal downtime and quick service recovery. You will manage escalations, maintain clear stakeholder communication, and drive post-incident improvements to prevent future disruptions.

What you will be doing:

• Major Incident Management: Oversee major incidents, ensuring rapid and efficient resolution within Service Level Agreements (SLA).
• Incident Coordination: Act as the primary incident lead, facilitating collaboration across technical and business teams.
• Escalation Handling: Ensure proper escalation procedures are followed for critical incidents.
• Communication & Stakeholder Management: Maintain clear, real-time updates for customers, senior management, and technical teams throughout the incident lifecycle.
• Service Recovery & Impact Minimization: Work proactively to reduce downtime and ensure business continuity.
• Root Cause Analysis: Conduct post-incident investigations, document findings, and recommend preventative measures.
• Collaboration with IT Teams: Work closely with development, operations, and network teams to identify root causes and deploy solutions.
• Continuous Improvement: Contribute to the refinement of incident response processes to enhance efficiency and reduce risks.

What you need to succeed:

• 5+ years of experience in IT service management, or 2+ years in a Major Incident Manager role.
• Strong knowledge of IT Service Management (ITSM) processes – ITIL v4 Certification required.
• ServiceNow experience or expertise in similar ITSM tools.
• Excellent leadership and coordination skills, with the ability to work under pressure.
• Strong analytical and problem-solving abilities, capable of handling high volumes of technical data.
• Ability to prioritize tasks, manage time efficiently, and make quick decisions in critical situations.
• Bachelor’s degree in IT, Engineering, or a related field.
• Fluent English communication skills (both written and verbal).

What’s in it for you:

With us, you’ll inspire others to embrace the joy of sports while connecting with a global network of passionate individuals. We foster a dynamic and supportive culture that empowers you to innovate, grow professionally, and pursue your passion for both sports and the outdoors.

• Meaningful Projects: Contribute to responsible projects with dedicated teams, making a real impact and driving positive change..
• Continuous Learning: Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
• Work-Life Balance: Hybrid work model and flexible hours
• IT: At Amer Sports, IT professionals have the chance to work on cutting-edge projects and implement advanced technologies, driving progress in a globally recognized company with prestigious brands.
• Global Exposure: Collaborate with a diverse, international team spanning North America, Asia Pacific, and beyond.
• Restaurant & Grocery Vouchers
• Discounts on Quality Products: Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
• Private Medical Care for employee and family
• Additional Private Life Insurance
• Savings fund
• Motivating Bonuses: Christmas & Performance bonus

Our Candidate-Centric Hiring Process:

At Amer Sports, we strive to make our hiring process seamless and engaging. Every CV is reviewed by real people, not AI, so your application receives the attention it deserves. Here’s what you can expect:

1. Phone Screening
2. Interview online
3. Interview in the office
4. Feedback & Decision

Apply now!

Please submit your application exclusively via the application form. CVs sent by email will not be considered or processed.

If you have any questions or need clarification at any stage of the application process or during your journey with us, please don’t hesitate to reach out to talentacquisition@amersports.com. We’re here to provide you with the support and information you need to make your experience with Amer Sports as smooth and enjoyable as possible. Your success and satisfaction are our top priorities, and we’re always here to assist you!